Support Agent Suite

Triage fast, escalate honestly, support consistently.

Audiences: Customer support · CS ops · Support leads

What this solves

Support at scale breaks when AI over-promises. Route tickets with context, draft responses with confidence scoring, and escalate when uncertainty exceeds thresholds.

Included connectors

Zendesk

Ticket ingestion

Intercom

Messaging and routing

Example workflow

1. system: Ticket arrives — From Zendesk, Intercom, or email webhook.
2. ai: Triage — Classify, infer sentiment, select register, determine routing.
3. ai: Draft response — Support Responder drafts in org voice and appropriate register.
4. human: QA + approval — QA score calculated; human approves before send.

Trust boundaries

• Customer-facing responses require human approval by default.
• SupportPack configuration is org-scoped and admin-controlled.
• Learning adapts patterns, never pricing doctrine or forbidden framing.

Approval model

No auto-send to customers without policy allow. Confidence below threshold → escalate to human.

Deployment

Governance tags

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